Job Description

Best Western Hotels & Resorts is a leading, global hospitality network comprised of three hotel companies, including WorldHotels® Collection, Best Western® Hotels & Resorts and SureStay Hotel Group®.

Are you a skilled Voice Engineer with experience managing a cloud based contact center? If so, The Cloud Voice Engineer at Best Western Hotels and Resorts could be the perfect opportunity for you.  We are looking for a bright, motivated Voice Engineer to support and engineer new features for existing implementations of Amazon Connect Contact Center, Microsoft Teams Enterprise Voice, and Verint Cloud.  You will be a member of a team supporting these solutions, and will be given autonomy to build and create solutions that provide business value for our organization.

Essential Job Responsibilities

*       Responsible for designing and maintaining call routing scripts

*       Has input on the product backlog and prioritization

*       Ensures the product backlog is visible, transparent, and clear to all

*       Ensures call center metrics are reliable and available for our reporting teams

*       Vendor management of our call center managed service provider

*       Completes user requests in a timely manner, to ensure business objectives are met

*       Approach your work with ownership and accountability

*       Willing to help the team in any way necessary to meet its objectives

*       Must be willing to design solutions with Cyber Security as a primary focus

Skills/Requirements

·         Working knowledge of a cloud voice service, preferably a contact center technology

·         Experience with Amazon Web Services (AWS) desired

·         Strong ability to plan and manage numerous processes, people and projects simultaneously.

·         Excellent communication and collaboration skills

·         Knowledge and experience with Agile methodologies

·         Experience with infrastructure as code, desired (Python, Terraform, and/or CloudFormation)

·         Hospitality industry knowledge a plus.

Skills: Amazon Connect, Verint, Microsoft Teams administration, Dynamodb, Lambda, Python, Terraform, CloudFormation, QuickSight,, SQL, Rally or Jira, Cherwell

Must possess (5+) years of hands on Voice Engineering experience

Best Western International, Inc., headquartered in Phoenix, Ariz., is a privately held hotel brand made up of more than 4,000* BEST WESTERN®, BEST WESTERN PLUS® and BEST WESTERN PREMIER® hotels in more than 100* countries and territories worldwide. Now celebrating 67 years of hospitality, Best Western welcomes hundreds of thousands of guests nightly. 
Best Western provides its hoteliers with global operational, sales, marketing and promotional support, and online and mobile booking capabilities. We're an organization that genuinely cares about our staff. Wouldn't you like to work with people who care?

Keywords

Amazon Connect, Microsoft Teams, Verint, AWS, Call Routing, Cloud Contact Center

Best Western Hotels & resorts offers a different kind of work atmosphere, a place where everybody pulls together around a common goal. In fact, helping one another is at the heart of our organization, which began as an informal referral system in 1946 among member hotels focused on the idea of "member helping member." Today, our more than 1,000 corporate employees carry on that tradition of helping members - and each other - succeed.

Equal Employment Opportunity

Best Western maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard race, color, religion, religious creed, national origin, ancestry, alienage or citizenship status, age, disability, gender, gender identity or expression, sex, sexual orientation, pregnancy status, genetic information, uniformed service or veteran status, marital status or any other characteristic protected by applicable federal, state, provincial, or local laws.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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